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Segment Kinds

While a Segment represents granular data and is primarily associated with customer conversations, we also use segments to represent other call center events and activities. You can distinguish between these using the attribute Kind in your WFO reporting.

Using Kind, you can filter the segments to analyze the following:

Kind Description
Agent Status A segment that represents an agent's activity state in a given time period. These segments are not related to conversations.
Conversation A segment representing a portion of a conversation between a customer and an agent. A conversation can consist of several segments of this kind.
Missed Conversation A segment representing an unsuccessful attempt to connect a customer to an agent that ended because of a routing timeout (i.e., the agent didn't pick up the phone within an expected time interval). On the TaskRouter level, this is a reservation that an agent missed due to a timeout. There may be multiple missed conversation segments for a single conversation, as each agent who missed a reservation is represented by a separate segment.
Queue A segment representing a customer or agent waiting in a queue.
Rejected Conversation A segment representing a reservation that was explicitly rejected by an agent. There may be multiple rejected conversation segments for a single conversation, as each agent who rejected a reservation is represented by a separate segment.

Below you can find more details about each kind of segment, what to use them for, and with which metrics and attributes.

Agent Status

Segments of this kind can be used to count and measure the time agents spent in the various defined activities.

An Agent Status segment is virtual - there is no Task associated with it because we're creating artificial segments to allow you to mix activity-based metrics with conversation-based ones. At the same time, it's important to remember that agent status activities are not tied to agent phone activities (unless you explicitly set it in your implementation). This means an agent status can be "Available" while they are on the call.

We gather activity values from WorkerActivityUpdate events. Agent status segments in Flex WFO do not overlap – rather, the end of one status indicates the beginning of the next.

Here's the list of built-in metrics and attributes you can use to build custom reports for agent activity analysis:

Activity Time

The time (in seconds) that an agent spent on this activity.

SELECT Activity Time WHERE Kind = Agent Status

Time in Seconds

The activity start time expressed in seconds.

SELECT Time in Seconds

Activity Attributes

You can segment activity-based metrics by the following attributes: Activity, Agent, Date, Time, and Segment. Make sure you also include the Kind attribute filtered for the value "Agent Status".

A sample activity report:

Segment Date Time Agent Activity Activity Time
1 05/09/2019 0:19 Danny Richt Planned Break 0:15:55
2 05/09/2019 0:35 Danny Richt Busy 1:32
3 05/09/2019 0:36 Danny Richt Available 2h 33:34
4 05/09/2019 3:10 Danny Richt Lunch 9:12
5 05/09/2019 4:07 Danny Richt Available 1h 29:21

Conversation

Conversation segments are the segments you'll use most often for analyzing conversations.

These segments contain a number of metrics, as they are populated from Task attributes in TaskRouter. Here are the basic ones:

Queue Time

The amount of time a customer spent in a queue before this segment.

SELECT Queue Time

Ring Time

The time (in seconds) that a customer or an agent spent hearing ring tones before reaching the other party.

SELECT Ring Time 

Talk Time

The time a customer spent speaking with an agent. This includes all periods of silence and can be thought of as the time between answering the phone and hanging up.

SELECT Talk Time 

Wrap Up Time

The time an agent spent wrapping up work following a conversation with a customer.

SELECT Wrap Up Time

Time in Seconds

The segment start time expressed in seconds.

SELECT Time in Seconds

Conversation Attributes

You can segment conversation metrics by many attributes. Some of the most frequently used are: Queue, Agent, Customer, Date, Time, Segment and Conversation.

Make sure you also include the Kind attribute filtered for the value "Conversation".

Conversation Segment Queue Date Time in Seconds Agent Queue Time Ring Time Talk Time Wrap Up Time

1

1 Level 1 05/10/2019 6h 42:15 John Doe 00:08 00:07 00:34 00:57
1 2 Level 2 05/10/2019 6h 42:59 Alba Perez 00:09 00:09 02:40 08:00
1 3 Level 3 05/10/2019 6h 45:45 Dwayne Right 00:07 00:06 02:51 12:27

Missed Conversation

Missed Conversation segments are typically analyzed on the agent level to track individual performance.

If agents are expected to answer calls within a specified time limit, it can be useful to monitor agent performance using these records.

Missed Segments

The distinct count of missed segments by an agent.

SELECT COUNT(Segment) WHERE Kind = Missed Conversation

Ring Time

The time in seconds an agent spent hearing a ring tone before the call timed out.

SELECT Ring Time

Missed Conversation Attributes

You can segment metrics related to missed conversations by the following attributes: Agent, Queue, Date, Time and Segment.

Make sure you also include the Kind attribute filtered for the value "Missed Conversation".

Segment Kind Agent Queue Date Time Missed Segments Ring Time
1 Missed Conversation John Doe Support 04/03/2019 11:56 1 20
2 Missed Conversation John Doe Support 03/28/2019 12:34 1 20
3 Missed Conversation John Doe Support 04/02/2019 14:48 1 20
4 Missed Conversation John Doe Support 04/02/2019 14:49 1 20

Queue

Queue segments show the portion of the call when a customer entered a queue and any time spent waiting in the queue before being connected with an agent.

For each queue entered by the customer, a new Queue segment is created in WFO. This can come in especially handy when your customer flows from one queue to another before connecting with an agent.

Using Queue segments is also convenient if you'd like to analyze the volume of calls from the timestamp when a call entered the queue, rather than when it was answered.

The following metrics are relevant for Queue segments:

Queue Time

The time a customer spent in a given queue.

SELECT Queue Time

Time in Seconds

The segment start time expressed in seconds.

SELECT Time in Seconds

Queue Attributes

You can segment queue metrics by the following attributes: Queue, Date, Time, Segment and Conversation.

Make sure you also include the Kind attribute filtered for the value "Queue".

Conversation Segment Kind Queue Date Queue Time Time in Seconds

1234

1 Queue Level 1 05/10/2019 00:07 6h 42:08
1234 2 Queue Level 2 05/10/2019 03:31 6h 42:50
1234 3 Queue Level 3 05/10/2019 00:09 6h 45:39

Rejected Conversation

Rejected Conversation segments are typically analyzed on the agent level to track individual performance.

Because agents are not expected to reject calls, it can be useful to monitor agent performance using these records.

Rejected Segments

The distinct count of segments rejected by an agent.

SELECT COUNT(Segment) WHERE Kind = Rejected Conversation

Ring Time

The time in seconds the agents spent hearing a ring tone before rejecting the call.

SELECT Ring Time

Rejected Conversation Attributes

You can segment metrics related to rejected calls by the following attributes: Agent, Date, Time and Segment.

Make sure you also include the Kind attribute filtered for the value "Rejected Conversation".

Segment Kind Agent Queue Date Time Rejected Segments Ring Time
1 Rejected Conversation John Doe Support 04/03/2019 13:06 1 2
2 Rejected Conversation John Doe Support 03/28/2019 15:02 1 4

Task Lifecycle of a single Conversation

Flex WFO provides data on important events that happen within the life of each Task.

By breaking a conversation into segments of different kinds, you can present the path of a customer contact.

Segment Kind Queue Agent Abandoned Time in Seconds Ring Time Talk Time Queue Time
1 Queue Level 1 No 7h 21:33 01:12
2 Conversation Level 1 John Doe No 7h 22:44 00:04 02:17 01:12
3 Queue Level 2 Yes 7h 25:01 00:03
4 Missed Conversation Level 2 Alba Perez 7h 25:02 00:02 00:00
5 Conversation Level 2 Yes 7h 25:04 00:03

Here's how you can read this type of WFO report:

07:21:33 - Customer entered the "Level 1" queue and waited for 1:12 (72 seconds).

07:22:44 - Customer connected with an agent, John Doe, from the Level 1 queue. They talked for 02:17 (137 seconds) and then the customer was transferred to the "Level 2" queue.

07:25:01 - Customer entered the "Level 2" queue.

07:25:02 - Agent Alba Perez' phone rang for 2 seconds without a connection to the customer.

07:25:04 - Customer abandoned the call after 3 seconds of waiting in the "Level 2" queue.

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